Junior IT Service Desk Analyst

We are looking for a highly driven, enthusiastic, and innovative candidate who can work effectively both independently and in a team environment.

The successful candidate will have excellent communication and interpersonal skills and you must be able to work to deadlines under pressure.

• Work as part of a proactive team of staff responsible for delivering a high quality, customer-focused professional service.
• Provide first and second line support services to users of the Great North Care Record, in order to maximise the availability and functionality of the service.
• Ensure compliance with all national and local standards and protocols for IT Services, including hardware, software, documentation, and service.
• To be aware of and comply with the need for strict confidentiality and security of all IT systems and personal records and to be aware of, and comply with, all relevant legislation.
• Ensure that service requests are dealt with in a timely manner and within agreed service levels.
• Ensure all requests are accurately logged and maintained with the most up to date information.
• To ensure that all requests that cannot be solved by the Service Desk are logged to the appropriate technical queue and are managed to successful resolution.
• Update users to keep customers informed regarding system failures and periods of planned down time.
• To seek advice from the Service Owner where the situation or incident represents an exception to normal operating procedures.

The post holder will be required to work in the Service Support team in the Great North Care Record. In this capacity the post holder will be responsible for all of the activities associated with dealing with customer queries and system stability from the time a call is raised until it is closed with the customers agreement. These activities include: (but are not limited to)o Receiving calls, first line customer liaisono Recording and tracking incidents and complaintso Keeping customer informed on request status and progress

o Making initial assessment of incidents and requests, attempting to resolve them first-time or refer onto supporting teams (e.g. technicians, application support teams, National Service Desk or third party suppliers), who can resolve based on agreed service levels.o Monitoring and escalating incidents and requests relative to the appropriate SLAso Closing incidents and requestso Carrying out daily tasks within the Service Desk function

As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.

With around 2 million contacts with patients every year, we deliver care from:

• Royal Victoria Infirmary (RVI)
• Freeman Hospital
• Newcastle Dental Hospital
• Cramlington Manor Walks
• Urgent treatment centres
• Newcastle Fertility Centre
• Northern Centre for Cancer Care, North Cumbria
• Northern Genetics Service

These include a range of flagship services which deliver cutting-edge care (supported by state-of-the-art diagnostic services in both radiology and pathology) and are a catalyst for innovation to support pioneering clinical practice in the NHS.

We also have offices at Regent Point in Gosforth and community sites.

Please see attached information on what Staff Benefits we have to offer at our Trust under 'Documents to download' or 'Supporting documents'.

For further information on The Newcastle upon Tyne Hospitals NHS Foundation Trust please visit: Careers | Newcastle Hospitals | NHS | Newcastle Hospitals and Newcastle Hospitals NHS Foundation Trust

Essential: - Educated to A level or equivalent level qualification or relevant experience in an IT Service Desk role

Desirable: - ITIL Foundation Certificate; - SDI or industry standard Service Desk Certificate

Essential: - Hands on Windows OS knowledge (7 upwards); - Experience of supporting Microsoft Office (2010 upwards); - Knowledge of understanding and diagnosing technical problems; - Experienced in gathering information using various questioning techniques.; - Experience in making decisions quickly and accurately

Desirable: - Knowledge of computer and user management in Active Directory.; - Experience of PC Hardware / Building; - Experience of working within an ITIL framework; - Experience of Desktop Support; - Experience of large companies (1500+ user base); - Experience of using the support tool "Service Now"

Essential: - Ability to absorb and retain information quickly; - Ability to as part of a team or unsupervised; - Strong documentation skills; - Excellent Customer Service Skills; - Excellent Telephone Manner